The ―Wow! factor boils down to one thing; exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element of surprise into your business. The concept of Wow! yells out, ―Surprise! Aren‘t you glad you bought from me, decided to do business with our company, attend the event etc.! (Hyken)

The dictionary definition of the verb ‘wow’ is “to impress and excite (someone) greatly”. But originally the Wow Moment in literature is called ‘Aha Experiences’ (Dunker 1945; Grant and Spivey 2003) to solve problems. Wow moments are events or moments which make things (experiences) make sense […] and it is these experiences that lead to the process of adaptation (Underwood, 2004). 

In this case the wow-moment will be through technology. As Banyard et al. (2006) explained, “’Wow moments’ come from what can be achieved through the technology rather than a sense of wonder at the technology itself” (Banyar, 2006, p. 487). During a customer journey it’s important to create wow moment  along the way of customers. An experience arises in the interactions between the company and its customers. You create a wow moment by adding some value during the customer journey. To add this extra extra value for a user or customer, they feel special and will remember the experience. (Shep Hyken, 2015 Twitter).

State-of-the-art technology is increasingly integrating itself into the stadium and sporting event scene. Technology has the power to create both wow moments and to also create a more streamlined experiences—everything from holographic representations of players to wayfinding throughout the venue to being able to handle entry, beverage purchases, etc. all in one RFID bracelet (Dimentions, 2018). 

 

 

 

• Dunker, K. (1945). On Problem Solving. Psychological Monographs, 58. pp.270
• Underwood, J., Ault, A., Banyard, P., Durbin, C., Hayes, M., Selwood, I., Somekh, B., Twining, P. and Woodrow, D. 2004. Connecting with Broadband: the literature review, Coventry: British Educational Communications and Technology Agency. Final project report
• Banyard, P., Underwoord, J., & Twinner, A. (2006). Do enhanced communication technologies inhibit or facilitate self-regulated learning? European Journal of Education, 41(3/4), 473–489.
• Dimensional Innovations. Reinventing the sports experience sports + fan experience trends 2017 analysis & 2018 forecast. 2018. https://dimin.com/wp-content/uploads/2016/11/DI_2018-TrendsInSports_02-2018.pdf